How long do you think we can last knowing that our competition (not all, but most) still believes in customer service and our leadership couldn't care less about it? As long as we keep cutting people and outsourcing customer support, we'll keep losing customers - and I don't even blame them for leaving.
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This horrible place makes money despite itself.
Robots and AI are replacing them. Initially we (as consumers) were annoyed by IVR and having no real live persons. We had to pass through multiple options and narrow down to a menu.
But now, the new generation is used to it - Watch the ordering in McDonalds or TacoBell - or any kiosks. And the modern AI tools are more talkative and even more friendly
Online CSRs are even more conversational. As AI learns and learns - CSRs will not be missed.
Welcome to the future.
Yes, the client experience seems to have gone out the window and for that matter, the employee experience as well. Yes, stock price is up. Easy to do in the short term.